United Kingdom

Fujifilm Covid-19 Survey Highlights Service Delivery


A recent survey commissioned by Fujifilm to assess their service response during the Covid-19 crisis has highlighted the exceptional levels of support the company has provided to its customers throughout the pandemic.  In response to the question “During the Covid-19 pandemic, how would you rate the support you have received from Fujifilm?” the results were overwhelmingly positive, with 100% rating the service response as good, very good or excellent.  

Fujifilm UK strives to deliver the best service possible, and over recent years we have invested in a number of areas to improve customer experience” said Adrian Waller, GM of Fujifilm Medical Systems UK Ltd.  “A key element is our continued commitment to a UK based customer support centre, where our customers get a direct line to an engineer who can help to diagnose their fault immediately.  In addition, a new CRM solution has provided the team with real time access to data, trending and problem management.  This is all underpinned by our continued investment in our engineering and applications teams, supported by the recent addition of a training and demonstration facility in our Bedford office.

At Fujifilm we are dedicated to providing high quality equipment, software and solutions, all supported by world class customer service and support.  It’s fantastic to see that all the investments the business and team have made counted when it mattered most.


Customers also provided comments on Fujifilm’s service during the pandemic:

As always Fujifilm has been there when we needed them.

Good customer service by Fujifilm – we’ve had a few problems that weren’t directly related to the equipment and the issues were dealt with over the phone or by an engineer visiting promptly.  Due to Covid-19 pressures the Fujifilm room has been used 24 hours a day for the past 5 months with no major issues. 

Always super service.  

Good handling of reporting equipment faults via phone and good cover provided by call out teams.  Excellent guidance provided over the phone in cases where issues can be resolved without a visit.   

Service provided efficiently as usual.   

With our recent purchase of an FDR Go PLUS mobile the liaison and information was good, the unit delivered as promised, and apps/ engineering was on time.  I was pleased with the service.  

Off site support for PACS has been very good – quick and efficient.  

Fujifilm has responded very well to our needs, providing support through additional mobile equipment and an instax instant camera to help staff identification in their PPE.  Fujifilm’s response to faults has been exceptional throughout.  

Keep up the good work.  

I am happy with the present service and good support is given on the phone.  

Just carry on being there when we need you ☺  

Photo credits, left to right: Customer Service Group Team and Applications Specialist Team


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